Powered by the voices of charities and lived experts, we help you improve life for customers on the margins.
What we do
ISSUES
Immersive Insight
Understanding how societal issues, and people’s individual circumstances, affect their experiences as customers.
PRODUCTS & SERVICES
InclusiveDesign
Reviewing and testing products, services, communications and journeys to make them more inclusive and accessible.
INNOVATION
OutsideIn-novation
Creating products and services that work for customers on the margins, with customers on the margins.
ETHNOGRAPHY
DeepDives
Uncovering the realities of customers’ lives and the barriers they face through in-depth qual research, in their worlds.
INTERNAL LEARNING
Presentations and Workshops
Helping employees, from front-line staff to senior leaders, to understand and take action on customer challenges.
Providing the ‘glue’ throughout is our Lived Experts Research Community, a group of over 450 people whose lived experience, stories and ideas play a fundamental role in making our projects and programmes real, visceral and highly impactful.
Common themes
Financial vulnerability
people are living in financially vulnerable circumstances in the UK, up 16% from 2022. [1]
0 million
Fuel poverty
households are estimated to be living in fuel poverty, up from 4.5 million in 2021. [2]
0 million
Mental health
An estimated 1 in 6 adults has experienced a 'common mental disorder' like depression or anxiety in the past week. [3]
1 in
Neurodiversity
of the population is thought to be neurodiverse, including 700,000 autistic adults, of which only 15% are in employment. [4][5]
0%
Ageing population
of people in the UK are over 65 and of that group 1 in 13 has dementia. [6][7]
Almost 0%
Digital exclusion
of UK adults had low or very low digital capability and 77% would welcome support to be more financially confident online. [8]
0%
Who we work with
“Thanks to Three Hands’ hard work and preparation the virtual sessions worked really well. I would definitively recommend and look forward to working with them in future innovation sprints.”
“The experiences of the lived experts will stay with me forever.”
“The Three Hands team helped us to reflect on our bereavement process. Highly engaging, smartly run. It made a solemn subject fun and gave the review process a real pulse.”
“The panel has been invaluable for ensuring that the new propositions we create are designed to be more accessible, more inclusive and meet the needs of customers from various backgrounds and capabilities.”
“The insights gained through working with Three Hands and the facilitated sessions with both the industry and people with lived experience has helped us to shape our strategy and be more effective in the support we can develop for people impacted by gambling-related financial harm.”
“The personal experiences and insight these sessions provide have been invaluable and enabled us to ensure that the improvements we make will actually make a difference.”
“The recent workshops and insight sessions that Three Hands hosted on vulnerable customers… provided us with actionable insights that we can directly apply to improve our products and services.”
“The Outside In Project for energy companies has been an eye-opening experience, offering invaluable insights into the daily lives of customers who need some extra support.”
We gathered feedback from lived experts and charity experts to help Experian improve the language, design and clarity of the new credit score Experian was planning to launch a few months later.
Connecting the Northern Irish energy sector with vulnerable customers to help organisations find independent and collaborative ways to improve their services.
Three Hands and The England Illegal Money Lending team explored the experiences of Lived Experts who have borrowed from Illegal Money lenders, and not reported them.
